Complaints

This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  
• 

  Power Home Remodeling

  7701 Metropolis Dr Bldg 12 Austin, TX 78744-3125

  
• 

  Power Home Remodeling Group, Inc.

  1660 Walt Whitman Rd Suite 140 Melville, NY 11747-4159

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly parents roof was leaking in 2016. They contacted Powerhouse Remolding to fix the leak. The representative convinced them to replace the entire roof and guarantee a lifetime warranty. Shortly after the roof was replaced the same location continues to leak. They continues to give my parents the run around. They’ve sent workers out twice with a temporary fix, the same area continues to leak. I decided to talk to a representative today who is now stating that part of the flat roof was not covered. Powerhouse’s business practice is very deceptive. Why did they offer to replace the entire roof knowing that they are not going to fix flat section that was leaking. They are now claiming that they are not responsible for the area that is leaking. However, my parents contracted with them because that same area was leaking. We would like Powerhouse to fix the leak. My parents are still paying on the loan that was borrowed to replace the entire roof. It appears that my parents didn’t need the entire roof replaced, they only needed that area fixed. They were convinced by deception to fix the entire roof and the roof is still leaking.

  

  Business Response

  Date: 10/12/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The roof that Power was contracted to install covers the entire roof of the home, minus the flat portion at the top middle of the home.  Power as a company does not install flat roofing and this flat section was not included in the sales agreement and project specifications and was not included in the price your parents paid for the project.  Additionally, Power's sales agreement clearly states that Power is not responsible for remedying pre-existing conditions and that Power's product do not correct or cure pre-existing conditions such as leaks.  A copy of page 3 of the sales agreement has been attached to this response.
  

  Power as a company does not perform services beyond necessary warranty work for existing customers.  Because the roof leak falls outside the purview of Power's project, unfortunately Power will not be able to assist with repairing the leak at your parents home.

  Thank you,

  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought new windows from this Company on 05/24/21, and they installed them on 10/07/2021, but one window net/mesh was defective and they said they would bring a new one when they would install extra windows that we bought on that day and that would be on 06/02/22. They didn't bring the replacement screen and until today I don't have it and every time I called they say a different date and when I request them to send it on my email to have it in writing, they refuse it.

  

  Business Response

  Date: 10/06/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  At this time, the service to replace the screen in the one window in your home is scheduled to be performed on 10/26/2022.

  We apologize for the delays in having the situation rectified and we look forward to completing the service for you soon.

  Thank you,

  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  

  Business Response

  Date: 12/15/2022

  Good morning,

  The responses provided here are the same answers you have received over the phone because those are the honest answers.  Everything you have requested has been responded to in writing here.

  The follow up service to replace the window screen has been scheduled with you and we look forward to having the window screen replaced for you then.

  Thank you,

  Ryan F******
  Warranty Service Director
  O: ************ x*
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Nothing is send in writing to us, no replacement was scheduled, every time they say they’re coming , they cancel it saying “they can’t locate the screen on their ware” and would call for an updated delivery date, and that never happened. It’s been a year and that’s unacceptable. It’s a stand size window screen. Now another one is defective and I am very frustrated . I would rather have my money back and they can get the windows back. Horrible 
  
  
  
  Regards,
  
  
  
  ******* ** *****
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 5 windows installed from this company in the spring and two days after installation we noticed a problem with a couple windows we called right away and they said they would come out in October which is totally unexceptable so we called today and they said they were coming out on the 7 I asked them why they didnt call to schedule this because we are not available on the 7 they had no answer to this question so then she said she doesnt know when they can come out to look at the problem now . So basically we have been paying on defective windows all this time and still dont know when they will be fixed or if they even will be. This is totally unexceptable I would stop paying on these windows if it wouldnt affect my credit score they should not be getting away with this .

  

  Business Response

  Date: 10/12/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  When Power was notified of the window concerns, a Power representative scheduled a service to make the necessary repairs on 10/7/2022.  At that time, a date of 5/14/2022 was also available to have the window concerns rectified but this date and time did not work with your schedule.  On 10/5/2022 Power was notified that the 10/7/2022 date and time no longer worked with your schedule.  At that time, a 3rd service date was scheduled for 1/2/6/2023 to have the window concerns evaluated.

  We look forward to having your window concerns addressed at that time.

  Thank you,

  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have replaced all the windows and the roof of my home with Power. We did so with the promise of a lifetime warranty and from the A+ rating from the BBB. In August of 2020 we had a Power rep come to our home to discuss residing the house, at the time of estimate the siding rep noticed our large picture window had a seal leak and he immediately called it in to warranty. In October or November of 2020 I received a call that someone had to come and measure the window and that both my wife and I had to be home for this inspection. Never received a call. When I inquired I was told that no one had to come that they had the information and the warranty was officially placed in March of 2021. I have made multiple calls to warranty to follow up, Can never get a straight answer. No one from management gets on the phone or calls back. Keep getting misinformation. Then finally the end of July 2022 I am told my window is in the warehouse. Get a date for the install of Sept 2, 2022. I confirmed with Power several times as they had called me to confirm the date. On Sept 1 I get a call from Mike N********* to inform me that the sash I had been waiting for for over 2 years was damaged in the warehouse. and that the sash could not be installed as well as an email stating that the order was placed on priority with an anticipated time line of 2 - 4 weeks. What a joke, 4 weeks later and no idea when the sash will be in. No response to phone calls or emails from Mike N. Insulting and unprofessional. Have the courtesy to respond. I am now waiting 26 months for a sash replacement. The lack of any responses from this company is abhorrent, the lack of response shows that they do not care. It is unbelievable that the manufacturers of the windows have no timeline or schedule of when replacements will be made or that Power does not have this information. It would be nice if someone from upper management would call and be a point of contact. Bet if I wanted new windows I would not have to wait

  

  Business Response

  Date: 10/12/2022

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in New Jersey.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in New Jersey later this fall.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  You received my window sash after 18 months and it was supposedly damaged in your warehouse. How is that possible? I was told that the wait time for the new expedited window would be 2 - 4 weeks. we are well past that time. This is the same excuse that you give to everyone. What exactly is the supply chain shortage in? Glass, PVC?

  What is worse is that there is no communication from Power at all. You ask for a manager to call you back, no one responds, The guys who I spoke with and who did email me does not resond

  Regards,
  
  *************************
  

  

  Business Response

  Date: 10/27/2022

  Good morning,

  Product can be damaged a number of different ways, but most commonly during shipping from manufacturing to Power's regional warehouses.  In your case, Power's  New Jersey warehouse.  Because they are packaged and wrapped for transport to protect them, Power does not remover the protective layers until they are on-site at the home.  This means that if such damage would occur, either in transportation or by accident while in the warehouse, it would be unknown until a representative picked up the sash for a service or until the replacement sash was on-site at the home.
  As with all orders, lead times are rather unpredictable.  Anticipating an expedited lead time given the circumstances is to be expected, however an exact time frame is difficult to project.  Just like last time, as soon as the new window sashes for your home are completed and delivered to Power's local installation office a Power representative will be in contact with you to schedule their replacement. 
  Thank you,
  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com
  

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased windows in December 2012 with a written Life Time Warranty.On Nov. 19, 2020, I called the Power Remodeling Group to let them know that two of our Family Room Windows have collected condensation. After scheduling me several appointments in June and July of 2021 each appt was cancelled by Power/ not me. I rescheduled another appt on Aug 12, 2021. They finally sent out a Rep to look at the windows. After he examined the windows he said he would do a replacement order for the windows that day. I have been actively checking every 4 weeks and get responses that the windows have not come in. My most recent call on Aug 31, 2022 (after 2 years of the original 1st call that was placed ) the windows according to them the windows still have not arrived to the warehouse. Two years is ridiculous even if COVID did hit in 2020. This is ridiculous and unacceptable.

  

  Business Response

  Date: 10/06/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The replacement window sash order for your project has been manufacturer and delivered to Power's local installation office in Maryland.  A Power representative has already been in contact with you and a service to install the new window sashes has been scheduled.  We look forward to having the window concerns resolved for you then.

  Thank you,

  Ryan F********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com
  

  

  Business Response

  Date: 12/05/2022

  Good morning,

  There is no update to this complaint.  *********** is scheduled for 1/16/2023. 

  Thank you,

  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 12/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2018 I hired Power to install some doors and insulation in the attic. They have been here three times for the attic and is still not insulated properly... One of their own employees called the warranty department last fall to explain the issue and get a date for them to return. It was scheduled for 11/15/21, on 11/17/21 I received an email stating that they could not get her on the 15th but would reschedule. Have been calling them since without any resolution to the problem last called on 9/23/22 and requested that supervisor get back to me, have not received a call as of yet

  

  Business Response

  Date: 10/04/2022

  Good afternoon,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  At the present time, the Solar Eclipse installation teams that cover Power's Massachusetts territory are participating in continued training courses and Power is not installing or servicing Solar Eclipse projects for the next few weeks.  The level of blown-in insulation in your attic is covered under warranty and will be topped off as soon as Power's installation teams become available.  Power's local installation office in Boston will be in contact with you in the coming weeks to schedule the necessary service.
  We appreciate your patience and we look forward to having the concerns resolved for you as soon as we can.
  Thank you,
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer with Power. I previously installed 14 windows with them. All 14 have damaged seals, drafts, air loss,reduction in insulation/energy efficiency loss. HUGE INCREASE in electric bill..The locks in the windows are also faulty and every night there’s a struggle closing them. I have a lifetime warranty with Power. I contacted the company on 8/15 and placed a warranty claim to replaced my damaged windows.A rep,Kaylee assisted me & placed my order. A week later I called to get an update and spoke to Mike. He apologized for the lack of information from the previous rep and advised Power had manufacturer delays and I had to wait a YEAR for replacement! Ironically that same week one of the door-to-door sales reps came by my door offering new installations and told me if I signed up installation that my windows would be installed in 2 to 3 months! He did not know that I was an established customer. How fraudulent and disgusting. When I questioned Mike about thishe told me only NEW windows available but no replacements and there was nothing he could do. My 95 year old mother lives with me and my husband. We all have medical issues. She has pulmonary, cardiac and other ailments.It was only 54 degrees outside today but the house felt just as cold as outside. I normally set my heat to the normal 70/71 degrees but I had to set it to 76. Mom was experiencing increased pain in her joints and developing cough and congestion due the increased temperature indoors and cold draft in the the window which is next to her bed. I live in Ct where we get snow storms and freezing winters below zero. How are we supposed to survive? There are numerous complaints on here about your fraudulent tactics. If you’re backed up then this should affect ALL customers, old and new! I need Power to replace my windows asap!! If something happens to my 95 yr old mother I will hold Power liable and escalate this on all levels! This is UNACCEPTABLE!

  

  Business Response

  Date: 10/04/2022

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for the order to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sash is taking so long to arrive at our local installation office in Connecticut.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in Connecticut next Spring.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  Ryan F**************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new windows for installation on 9/3/2014 for approximately $8900 from Power Home Remodeling at my home. During this time I was advised of the lifetime warranty on the windows and provided information how to file a claim for warranty claim on “any possible future damage to your purchased products”. In 2020, I began to notice fogging in between the panes of two of my windows at which time I contacted the warranty department to make notification and file the claim. I was advised that due to Covid, product replacement was extremely delayed. I understood and began conducting follow up calls roughly once every 4-6 months to check on the status of the windows and finally in April of 2022, was advised the replacements were available and had an appointment set for the beginning of August. My install date came and no installers showed up. When I called, I was advised that there were internal notes stating the installers did not have the materials. I received no call or notification and took off work to be available. I was then rescheduled for October 3rd 2022 as it was the first available appointment, 2 months later. Today’s install came, and no installer showed again. No phone call, no voicemail. I contacted Power again who relayed that I was contacted by their installer at 927am to say they didn’t have the part last need except I received no call or voicemail. I had no missed calls and was in an area that had full service while also making several calls. So now I’m being lied to. I’d like my windows to be replaced via the warranty they provide prior to window so I can reduce the draft coming into my home. It’s costing me additional funds for higher heating bills due to these delays now

  

  Business Response

  Date: 10/04/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Unfortunately, on the morning of your scheduled window service appointment, Power's local installation office in Chicago could not locate the replacement sashes that were ordered for your home.  Power's Installation Manager left voicemails for you at 9:27am and again at 5:52pm that day to advise you of the need to re-order the sashes and reschedule the service appointment.
  At this time, Power has a new window sash order in with our window manufacturer and is awaiting the completion and delivery of the sashes.  As soon as they arrive at Power's local installation office in Chicago a representative will be in contact with you to schedule the service to replace them.
  

  Thank you,
  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'll start with good, I like the Pella windows. Other than that absolutely TERRIBLE service from Power. At least 4 different occasions of either no call/no shows when we have an appt set or they have called when the crew should already be there to say our project was cx. Which by now we have canceled plans, moved furniture, etc. for what? Nothing. Miscommunication, misrepresentation and in my opinion false advertising in the overall product. Will NEVER recommend Power and if I could give 0 stars I would. Paying $$$$$, for a service that has just continuly left us down. Windows were installed around May, it is now OCT and it has not been resolved. The few times they have called to reschedule bc parts aren't in, then tell me they are, set up new date and Crew arrives saying the warehouse told them our project doesn't need parts..... Simply unacceptable. Not enough space to give the overall experience, but if everything goes as planned at install, then you're probably fine, but if an issue comes up, be aware they will put you on the back burner hoping you just give up over time. one window needs to be reinstalled, but crew didn't know this (communciation problem) and didn't have enough metal, has to come back out, unaware we needed more inner track (communication again), eyebrow windows, we were not informed the old trim (tan part) would stay. outside has about an inch gap in which they just filled in with caulking and you can see the hammer marks where they had to hit it to get it in. So, yes install issues but we're told one thing from Power the crew is told another and No ONE is on the same page. Face it the Power people do NOT how the install works and have lied and given false info.

  

  Business Response

  Date: 10/11/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A Power representative was on-site again on 10/3 to confirm what service concerns with the window project remain.  A follow-up service is scheduled for 11/19/2022 to replace the two architectural windows that were originally made two small for their openings.  We apologize for any delays in resolving the outstanding concerns with the project and look forward to having everything corrected as soon as possible.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They did not even acknowledge the main complaint here. And, also he did not look very well into my project as 98% of the second paragraph is incorrect and false. We are expecting some type of refund at this point. I called Monday to discuss and as of Wed evening have not received a call back. This company has completely brushed us off and has not been respectful of our time, which is one of their 10 Bill of Rights. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 10/27/2022

  Good morning,

  Your project is scheduled to be completed on 11/19/2022.

  There will not be a refund on the project as the project is being completed as contracted.

  We appreciate your patience and look forward to having the window project completed for you soon.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 11/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: And again, you failed to acknowledge the main concerns. Can you not admit your company has not provided the customer service expected.  Your "Bill of Rights" says that you will be respectful of my time. Please tell me how that has been followed through, when your company no call/no shows more than one appt and when they do show up for a service, they had no idea what they were supposed to be doing and leave accomplishing nothing. That is NOT being respectful of my time. Numerous times we have moved furniture as this is what's asked of us, and it is for nothing. I asked for you to give me a call to discuss, which you failed to do, I again called this week asking for a call back and have yet to receive one, what's even worse... **** allegedly works at headquarters. Absolutely, terrible. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 11/23/2022

  Good morning,

  Powers installation crew and a Project Production Manager were on-site on 11/19/2022 to resolve the majority of the outstanding service concerns with the window project.  A follow up service is scheduled for 12/10/2022 to remedy two small remaining concerns with the windows, at which time all of the service concerns with the window project that Power has been made aware of will be rectified.

  We apologize for the delays in completing the window installation and the subsequent service concerns.  We look forward to have everything resolved for you shortly.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 11/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: you keep quoting me service dates and have STILL failed to acknowledge the main concern. How do you plan to resolve that issue... oh wait you apparently don't understand what I've tried to explain. I have literally asked for YOU, ****, to pick up the phone and call me personally over 7 times via phone, here, emails, social and have yet to hear from you over the phone. This has gone on for 3 WEEKS. I understand you are a direct and have a busier schedule than the normal Agent, but if you have time to respond to BBB complaints, you have time to call. The issue will not be resolved until I speak with you personally over the phone. 

  Regards,
  
  ***********************

  

  Business Response

  Date: 12/21/2022

  Good morning,

  The service to complete the repairs on the windows was performed on 12/10/2022 and no other outstanding concerns were present at that time.

  Based on our telephone conversation with respect to the experience and the delays in completing the services, a gift card was sent electronically as a form of compensation for the inconvenience.

  Thank you,

  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were scheduled to initially get our windows installed back in May. At that install the job ended early as there was a broken window and the correct windows were not brought. We were then rescheduled to June. The main crew had a family emergency and we were rescheduled to July. In July our windows were no longer in the warehouse from the June appointment. Someone came by to let us know this the day of the window install saying they would confirm the next date but we would be looking at August 2nd. August 2nd we received a call saying the foreman for the crew was sick and needed to reschedule. I sent an email to their customer service department at this time letting them know how frustrated we were. I was sent a reply stating "Thank you for reaching out to us regarding the status of your project. I have forwarded your information over to your Regional Install Office. One of our project managers will be contacting you shortly." The project manager also stopped by on one of the visits saying they would work to help us out due to all the inconveniences. Neither followed up from that day on. We continued to schedule and reschedule appointments to complete the job on 7 windows. Finally, today on 9/29 I called to attempt 1 final time at reconciliation. The woman I talked to was short, uncompassionate and stated "we all hope things go well on a project but sometimes when it rains it pours. There will be nothing done for the lack of communication or delays in this project. They will be at your house today to finish the job" I have attached the picture of the windows still be wrong end of day today. The amount of time we have spent moving meetings, arranging furniture, adjusting plans, etc. to get this done is beyond frustrating and lack of taking ownership or understanding by Power only adds to it.

  

  Business Response

  Date: 10/11/2022

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  As of 10/6/2022 the window project has been completed.  A photograph confirming the glass in the shaped windows has been changed to match and the remaining concerns with the trim around the exterior of the windows was resolved on 10/6/2022.  We apologize for the delays in resolving all the service concerns stemming from the window installation.  If you have any additional concerns with the window project please do not hesitate to give Power's Warranty Service department a phone call at the phone number below.

  Thank you,

  Ryan F*********
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com